Can We Help
Placing Your Order
You may place
an Order by filling in the Order Form on the TVP Direct Web Site and clicking the "Submit”
button. Please see methods of payment for more details.
When you place
your Order, we will issue you with an Order Number. We will do this by email. Your
email will also contain your Tax invoice. Until your order has passed our internal
validation procedures for verifying the bona fides of each order placed, for the
purpose of preventing credit card or payment fraud.
TVP Direct reserve
the right to refuse service, terminate accounts, remove or edit content, or cancel
orders in their sole discretion.
We will confirm
acceptance of your order when we send you an email . If we cannot process or accept
your Order after payment is received we will contact you by email or telephone.
Payment Methods
TVP Direct accepts
the following credit cards -
Visa
Master Card
American Express
Other payment methods :
Pay Pal
Bank Direct Deposit
Bank Cheque or Money order
Payment processing
will not begin until we receive all the information we need.
Delivery of Your
Products
Delivery time
may takes up to 21 working days from the date your payment is received.
TVP Direct makes
every effort to deliver your Product according to the estimated delivery times provided
by TVP Direct. The estimated delivery times are in business days (Monday through Friday)
excluding Public holidays.
Although every effort is made to ship
your Order according to the estimated delivery times provided, estimated ship times
may change due to changes in supply or circumstances beyond our control. If your
Product has not arrived after the estimated delivery time, Please
contact us
and we will be happy to help.
Shipping Methods
All products
are shipped from Sydney Australia by Australia Post Registered eParcel Service.
If you have an eParcel consignment note Number - you can Trace your item online:
Please log into
www.eparcel.com.au and
Enter your consignment note or Delivery number.
Please allow up to 21
working days for Delivery in Australia. Pick up of product is not available at this
time.
Please
email us
or call our Customer service on
02 8576 8000
for any other inquiries.
Return
of Products
Exchange or Money
back Guarantee
TVP Direct offers a 14 day Exchange or
Money Back Guarantee, however you must send an email to our
Customer Service,
in return we will get back
to you with a Return Authorisation Number (RAN) which you must include with your
item. All goods returned within the 14 days period from date of purchase must be
received in a re-saleable condition and in its original packaging and includes all
parts, Accessories, Manuals, Recipe books, DVD's, VHS tapes, Cables, Remotes etc.
Not following these guidelines will result in delays and no guarantee of exchange
or a refund.
Dead on
Arrival Products - "DOA" Including *Demonstration Items
A TVP Direct Product
is considered DOA if it shows symptoms of a failure, or is discovered to be broken
when first taken from its packaging.
A TVP Direct Customer
Service member will provisionally determine whether the Product is DOA. Where a
Product is provisionally determined as DOA we will arrange to replace the Product.
Where TVP
Direct
has provisionally determined that a Product is DOA, return shipping will be arranged
at the expense of TVP Direct. If the Product is deemed by Customer Services NOT to
be DOA, TVP Direct may in its absolute discretion refuse to replace the Product or
offer you a refund for the Product. When a Product is replaced, your replacement
Product becomes your property and the returned DOA Product becomes our property.
TVP Direct reserves the right to test any returned DOA Product. If the condition of
the Product was misrepresented to us by the customer, TVP Direct will impose a $25
handling and administration fee.
Product
Problems after Delivery
If
your item arrives DOA (Dead on Arrival) or you find a defect arises after delivery
and a valid claim is received by Customer Service within 14 days of purchase,
TVP Direct
will exchange the Product where possible, or refund you the purchase price of the
Product. Should you contact us outside the 14 day period customer service management
will consider each claim on a case by case basis on its merits.
Where we agree
to replace the Product or refund you the purchase price of the Product, you must
first return the defective Product to us. You will be obliged to pay for the return
of the Product if the item is sent after 30 days from dispatch.
We will make arrangements
with you for the return of the Product. The delivery time for replacing the Product
will be the same as stated for the original Product unless it is out of stock. Replacement
Products are provided with the same Warranty as the returned Product.
When a Replacement
Product is arranged:
A replacement
for the same Product that you ordered will be shipped to you at our expense after
we have received your returned Product. The delivery time for the replacement Product
will be the same as stated for the original Product. Replacement Products are provided
with the same Limited Warranty.
When a Refund
is arranged:
No refund will
be given to you until TVP Direct has received the Product back from you.
Refunds will be
issued by cheque if paid by cheque or money order, credited to "Your credit card
Account" if paid by Credit card or to your Pay Pal account if paid by Pay Pal.